ホテルおよびビジネス管理ジャーナル
オープンアクセス

概要

Knowledge Management and Role Clarity as Antecedents of Service Quality in Private Hospitals in Ghana

George Kankam

The effective management of employees’ knowledge has been described as a critical ingredient for organisations seeking to ensure sustainable strategic competitive advantage in the market place. The purpose of the study was to investigate the impact of knowledge management on employees’ role clarity and quality of services. The study sampled 300 staff from three private hospitals in Ghana namely: Trust Hospital, Otoo Memorial Hospital and Cocoa Hospital. The purposive sampling technique was employed to select the private hospitals while simple random was used to select staff of the hospitals. The results revealed that service quality has a positive relationship on knowledge management and service quality.